企业危机管理视角下名誉管理理论综述

A Review of Reputation Management Theories:A Perspective of Enterprise Crisis Management

对企业名誉的主观认知性、双重时效性、期望差异性和价值性等特点进行理论分析,阐述企业危机管理过程中以议题管理、风险管理和期望空缺管理三个机制为核心的名誉管理理论,发现目前名誉管理理论仍存在时效属性不清、名誉内涵指向不明、对利益相关者的界定模糊以及缺乏名誉评估方法等几个亟待解决的问题,在文章最后指出了今后研究的方向。

After making a theoretical analysis of the characteristics of enterprise reputation-subjective percep-tion, dual timeliness, expectancy gap and valuableness, this article elaborates reputation management theories with the three mechanisms as the core-issue management, risk management, and disconfirmed expectancy-in crisis management of enterprises. It points out the problems in reputation management theories, such as unde-fined timeliness, unclear connotation of the concept reputation, fuzzily-defined stakeholders and lack of means measuring reputation. It finally gives directions for future researches.